UQ Library benchmarked its results from the 2010 LibQual+ survey with eight North American and two UK Libraries, all of which undertook the survey in the same time period, July-December, 2010. This is what we found.

Overall, respondents want the highest level of performance from their Libraries in the Information Control dimension. Here, the range of minimum acceptable level, desired level, and actual level of performance is above the range for the other two dimensions (Library as Place, and Affect of Service). And while this is true for all the libraries, UQ Library respondents are at the top of the range in expressing this view.

Number of respondents

• UQ has the highest number of respondents to the survey (more than double the next highest).
• In percentages of the various cohorts making up the respondent pool, UQ Library is more like the UK Libraries than the North American ones.

Library use frequency

• The average percentage of respondents making daily use of the Library is 19.07%. At 28.46%, UQ is third highest, after the two UK libraries.
• 77.47% of UQ respondents visit the library at least weekly, the second highest rate.
• Again UQ is more like the UK libraries in all categories than the North American Libraries.
• UQ has highest weekly rate of Library visiting, and the second lowest "never" rate.

Accessing resources via a Library webpage.

• UQ has highest daily and weekly rates, 87.69% of respondents using library resources via the webpage at least weekly.
• UQ has the lowest rate of respondents reporting that they never access resources via the library webpage.

Use of non-Library gateways (eg Google) for accessing information

• Around 75% of respondents from all libraries use non library gateways for information on a daily basis.

Information control dimension (measures scope of content, convenience, ease of navigation, timeliness, equipment, self-reliance )

• UQ respondents' assessment of the Library's performance here was the second highest of the benchmarking libraries.
• UQ Library rated highest in the degree to which the expectations of the academic respondents were met.
• The 'superiority gap' is the second highest - only one other Library came closer than UQL did to actually exceeding expectations.

Library as place dimension - (measures utilitarian space, symbol, refuge)

• UQ respondents' minimum acceptable level of satisfaction with the physical facilities is second highest - they have high expectations.
• UQ respondents' desired level of provision is the highest - they really do have high expectations!
• UQ respondents' perception of level of actual provision is the third highest - respondents are the third most satisfied of the benchmarking libraries.

Affect of Service dimension (measures empathy, responsiveness, assurance, reliability)

• UQ respondents' minimum level of service is the third lowest of the benchmarking libraries.
• UQ respondents' desired level of service is the second lowest of the benchmarking libraries.
• UQ respondents' perception of the actual level of service is the third lowest of the benchmarking libraries.
• While the perceived performance of all the libraries is comfortably within the 'zone of tolerance' (the minimum to desired range), the above results indicate that UQ respondents place less importance on this dimension than do the respondents in most of the other Universities.

General Satisfaction Items

• In general, I am satisfied with library support for my learning, research and / or teaching needs.
  • UQL - second highest.
• How would you rate the overall quality of the service provided by the library?
  • UQL - third highest.
• The library enables me to be more efficient in my academic pursuits or work.
  • UQL - third lowest.
• The library provides me with the information skills I need in my work or study.
  • UQL - third lowest.